Customer Service Represenative

Position: Customer Service Represenative I
TITLE:

Customer Service Rep
POSITION OBJECTIVE:
This position reports to the Customer Service Manager. Communicate via phone and e-mail with new and existing customers and sales reps. Understand needs of customers and explain how these needs can be met with our products and capabilities. Support the internal and external sales teams, work closely with customers, and identify and influence profitable opportunities. Process stock and custom purchase orders, return authorizations, corrective action reports, freight claims, and credits.

Communicate with other departments to resolve issues and expedite tasks. Resolve complaints and answer customer questions regarding services and procedures. Provide exceptional, world class customer service.

JOB RESPONSIBILITIES:

Develop and maintain strong business relationships with customers and sales reps.
Process and confirm stock and custom purchase orders.
Communicate with customers and sales reps via phone and e-mail.
Proactively resolve customer concerns.
Participate in team and company meetings.
Manage customer expectations by communicating realistic information regarding lead times.
Request and obtain custom item/artwork proofs from PO Dept and submit for customer approval.
Track shipments and provide PODs (Proofs of Delivery) as needed.
Issue RMAs (Return Merchandise Authorizations).
Register Complaints in Workflow to initiate credit memos.
Handle QIs (Quality Issues) by obtaining information for processing from the customer and reporting to the PO team.
Manage and expedite backorders, offering substitute items when necessary.
Promote new products to customers.
Take on new projects and accounts as needed.
Review incoming container lists and update necessary information on sales orders.

QUALIFICATIONS:

Minimum 3 years customer service, sales, or marketing experience.

Proven ability to manage multiple relationships well.
Excellent verbal, written and listening communication skills
Energy, enthusiasm and strong work ethic
Adapt quickly to evolving priorities; fast paced environment
Proficiency in Microsoft applications
Ensure consistent, dependable attendance and demonstrate a willingness to accommodate non-standard work hours as necessary.
Capable of effectively managing job-related stress and fostering productive workplace interactions.